EXCLUSIVE CUSTOMER

STORIES FROM
PRACTO, LIFCARE PHARMACY &
LIFECELL
How LifCARE pharmacy increased
their conversion rates by 400%

HELPING PHARMA CHALLENGERS GROW THEIR MIGHT

Vision

LifCare is a leading subscription-based online pharmacy in India that caters to

patients with chronic diseases like Diabetes, Hypertension, Gastritis, Asthma,
Arthritis, Kidney, Cardiac, Neuro conditions etc.

The primary goal at LifCare is to provide complete convenience and accessibility

of medicines to all chronic patients at a very affordable price.
LifCare currently serves 3,00,000+ chronic patients across Delhi NCR, Rajasthan
and Uttar Pradesh for their monthly medicine needs.
Why LeadSquared

“The whole follow-up process became a little too confusing for us while
we were doing it manually. But now, keeping track of our leads and their
status became much easier. In fact, our lead to customer ratio has gone up
by 400% after implementing LeadSquared.”
~Rahul Bantiya, Head- Growth & Marketing

Rahul also encourages his team to use LeadSquared to keep their

customers engaged. They use SMS automation extensively so that the
customer gets an SMS reminding of his renewal just before their
medicines are about to run out.
Increased Productivity:

With the use of email automations, location tracking, sales automation and real time
analytics, the efficiency of the sales team for LifCARE has gone up. “Not just the sales
team, but also the management team has benefitted. They have seen their
productivity increase 100%.”

Rahul also extensively uses the reports feature in LeadSquared. He creates custom
reports which he checks every morning. This helps him get a quick view of what has
happened the previous day.
How Practo Increased Call Center Efficiency
by 60% with LeadSquared

HELPING HEALTHCARE CHALLENGERS GROW THEIR MIGHT


Practo is one of India’s leading healthcare application. They
have one primary focus: to make healthcare more accessible.
It provides individuals the option to find the right doctors,
book diagnostic tests, obtain medicines, store health records
or learn new ways to live healthier. Healthcare providers
have also been using Practo as the platform to build their
presence, grow establishments and engage patients more
deeply than ever.
Practo’s vision
The health care scene is complicated in our country. It’s hard to decide which
provider is the best one. That’s where Practo helps. For the past 6-7 years, the
company has been building software that works for both patients and doctors.
When a doctor signs up, we need to know when he is available, what his schedule
is, how long he has been practicing, etc. And this data needs to be available to
the patients. When a patient chooses a doctor, he needs to know everything
about him, and what his patients think of him. This helps them understand if this
doctor is right for them.
Usually, when a patient looks for a doctor offline, they rely on word of mouth. But,
what works for one may not work for others. They may not really know when the
doctor is available, and the wait time may increase. This is just a hassle. Practo
tries to solve this problem by finding the right doctors, and ensuring that you
book an appointment when they are available. The main vision that Practo has is
to bridge the gap between patients and doctors and become the one-stop
platform for all health care needs.
Why did you look for a CRM?
When people need a doctor, they usually start by searching on Google. They
probably type, “Best doctors for abdominal pain”, and, we try to appear on these
searches. We spend a lot on paid marketing for a lot of keywords, and we do referral
programs as well. We try to make it easy for patients to book appointments with
doctors at the click of a button.

But, scheduling conflicts kept arising. We needed to create an intervention with the
patient and the doctor. The patient would call us to confirm their appointment and
we would call the hospital in turn. So, we decided to build our own software that will
help us manage incoming patient calls, map the complete journey of the patient and
communicate between both the patient and the doctor.

We built a lot of internal tools, but in the end, realized that it was better to buy a tool
that knows what they are doing, than try to do it ourselves. That’s how we began
looking for a CRM.
What are the results that you have seen?
With the help of smart views, all our agents are able to intercept incoming
requests quickly and call the patient in a few minutes. The decision-
making time has also reduced considerably because of this. We are a
healthcare business, not a SaaS, and we have left issues like customer
engagement to the experts, like LeadSquared.

This has been the best decision we have made. All the automations
running within LeadSquared ensure that all our lead management
activities, from lead allocation to lead prioritization are handled easily. It’s
amazing what we can do now, thanks to LeadSquared. We have already
saved 6-8 months’ worth of development cost and effort. Our daily call
center efficiency per agent has increased by 60%. The automation has
helped us declutter our sales process as well. We are also able to measure
everything, much better. We always believe that what can be measured,
can be improved. And LeadSquared help us do just that.
How LifeCell Improved Their Agent Productivity
by 10% with LeadSquared

HELPING HEALTHCARE CHALLENGERS GROW THEIR MIGHT

 The Problem

We have a strong marketing team, but marketing is not just about capturing a lead
through your campaigns. It is mostly about conversions. We run campaigns both online
LifeCell International Pvt Ltd is India’s first and largest
as well as offline. We have digital channels such as Google and Facebook. Other than
stem cell bank in India. They first started operations in
that we have people on the field, who approach hospitals and doctors who collect leads
2004, and have now branched into preventive healthcare
and upload to the system.
options for the mother and baby. They have more than 3
lakh customers who store their stem cells with Lifecell.
We also have a call center team, who are usually the first touchpoints for most of the
They also provide a comprehensive service called a
leads that come in. They qualify and prioritize these leads and then send it over to the
community stem cell banking, where not just the mother
field team.
and baby, but also the siblings and grandparents.
John Paul, the Cheif Digital Officer, at Lifecell talks to us
We wanted a tool that would measure the productivity of these team as well as the
about how LeadSquared has improved their productivity.
efficiency of our marketing campaigns.
What results have you seen with LeadSquared?

We have seen three major results:

Increased visibility: We now have a comprehensive view of our overall investments and
what works and what doesn’t, both in terms of channels and campaigns
Better productivity: Our agents’ productivity has risen more than 10% thanks to
LeadSquared. The agents are not wasting time on unnecessary tasks anymore.
More resource-saving: All tasks were manual before. Marketing, sales, and operations
were all done manually. Now, everything is automated thanks to the built-in APIs that
LeadSquared has.

The reports feature has also helped us a lot, by giving us clarity on agent utilization and the
number of calls that they make in a day. Another useful feature is the smart views which
give a quick look into your leads and customers. The tool is very easy to use and our
managers use it with very minimal support.
Closing Thoughts

I would recommend LeadSquared to any company whether it’s Healthcare, Retail or Finance
for three simple reasons. It’s very easy to adapt across teams. It’s highly scalable and the
support they provide is amazing. The moment we reach out to someone for help they
immediately solve any problem we may have.
 Keeping track of the leads and their status, and subsequent follow-ups have
become much easier. Our lead to customer ratio has gone up by 400% and
team productivity by 100% since implementing LeadSquared.

Rahul Bantiya
LifCARE Pharmacy

All our leads through our online marketing initiatives are pulled and the

TESTIMONIALS customer service team uses Leadsquared to follow through on the leads as
well as clients. We have plugged our leads leakage by over 30%.
Shalika Gupta
Kosmoderma Clinics & Medi Spas

Smart views help our agents call the patient in a few minutes, reducing the
decision-making time. Plus, our daily call center efficiency per agent has
increased by 60%.
Siddhartha Nihalani
Practo
 Seamlessly integrate your internal applications and third-party systems with LeadSquared.

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